Customer Success Manager

Customer Success Manager (CSM / Account Manager – SaaS, Renewals & Growth) – Remote

Full-Time | Remote | U.S. Business Hours

About the Role

We’re hiring a proactive and relationship-driven Customer Success Manager (CSM) / Account Manager to own customer relationships, drive product adoption, and protect and grow recurring revenue.

This is not a support-only role.

You’ll be responsible for:

• Client onboarding
• Product adoption
• Account management
• Renewals and retention
• Upsell and expansion opportunities
• Customer health monitoring

You’ll manage a portfolio of accounts while partnering closely with:

• Sales
• Product
• Support
• Leadership

to ensure customers see measurable value and remain long-term partners.

If you think in terms of:

• Retention
• Expansion
• Customer outcomes
• Revenue growth
• Proactive relationship management

this role is a strong fit.

What You’ll Own

Customer Onboarding & Product Adoption

• Lead onboarding and implementation processes for new clients
• Define customer success goals and adoption milestones
• Deliver:
• Training sessions
• Onboarding walkthroughs
• Product guidance
• Ensure smooth implementation and time-to-value
• Monitor early adoption and proactively close usage gaps

Account & Relationship Management

• Manage a portfolio of 20–40 client accounts
• Serve as the primary point of contact for customer relationships
• Build strong relationships with:
• Executives
• Stakeholders
• End users
• Conduct:
• Recurring check-ins
• Strategy calls
• Quarterly Business Reviews (QBRs)
• Maintain strong engagement and long-term account health

Proactive Client Engagement & Retention

• Monitor account health using platforms such as:
• Gainsight
• ChurnZero
• Totango
• Identify:
• Adoption risks
• Churn indicators
• Engagement gaps
• Execute re-engagement and retention playbooks proactively
• Align customer outcomes with measurable ROI and business goals

Support Coordination & Escalation Management

• Triage and coordinate client issues internally
• Partner with:
• Support teams
• Technical teams
• Product stakeholders
• Resolve issues efficiently and professionally
• Ensure clients remain informed throughout issue resolution
• Advocate for customer needs while balancing business priorities

Renewals, Expansion & Revenue Growth

• Own the renewal pipeline and renewal timelines
• Identify:
• Upsell opportunities
• Cross-sell opportunities
• Account expansion opportunities
• Collaborate with sales teams on account growth initiatives
• Prepare renewal documentation and ensure smooth contract execution
• Drive strong Net Revenue Retention (NRR) performance

Reporting & Customer Feedback

• Track and report:
• Customer health scores
• Usage metrics
• Renewal forecasts
• Retention performance
• Capture customer feedback and communicate insights internally
• Help improve:
• Onboarding
• Product experience
• Customer journey
• Retention strategies

Requirements

Core Requirements

• 2–3+ years of experience in:
• Customer Success
• Account Management
• Client Success
• Relationship Management
• Strong experience with:
• Salesforce
• HubSpot
• CRM platforms
• Customer Success tools
• Experience conducting:
• QBRs
• Onboarding calls
• Account reviews
• Client presentations
• Proven ability to:
• Manage client accounts
• Drive renewals
• Reduce churn
• Excellent written and verbal English communication skills
• Strong organizational and multitasking abilities
• Comfortable working independently in a remote environment

Nice to Have

• 3–5+ years of Customer Success or Account Management experience
• SaaS, B2B technology, or professional services background
• Familiarity with:
• NPS
• CSAT
• Customer health scoring
• Retention analytics
• Experience creating:
• Customer playbooks
• Client presentations
• Case studies
• Adoption strategies
• Revenue ownership or quota-carrying experience

What Makes You a Strong Fit

• You think in customer outcomes and revenue retention
• You balance customer advocacy with business impact
• You are proactive, organized, and highly responsive
• You build trust quickly with stakeholders
• You manage multiple accounts without losing visibility
• You focus on long-term customer value, not reactive support
• You communicate with confidence and executive presence

What a Typical Day Looks Like

• Review dashboards for:
• At-risk accounts
• Product adoption
• Expansion opportunities
• Conduct onboarding, check-in, and QBR calls
• Coordinate internally with:
• Product
• Support
• Sales
• Track renewals and account growth opportunities
• Update CRM and customer health records
• Prepare recommendations and client insights
• Follow up proactively with customers to drive engagement

In short: You ensure customers see value, stay engaged, renew successfully, and grow over time.